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AI Interaction Insights – AI Interaction Summary

AI Interaction Summary

Taking notes at the end of an interaction can be time-consuming for frontline users, or not done at all if call volume is high. AI Interaction Summary, a Generative AI-based solution, uses Large Language Models that automatically provide a concise, unbiased summary of each contact center call.

What is Generative AI?

Generative AI is a type of artificial intelligence that can create new and original content, such as images, music, or text, on its own. It analyzes patterns in existing data and then uses those patterns to generate new content.

AI Interaction Summary uses Generative AI to analyze transcribed customer calls and then, using prompts created specifically for Contact Center calls, pulls out the most important aspects of a call to create call summaries.

AI Call Summary on call recordings page

AI Interaction Summary attaches a summary of a call to the call recording for supervisors.

AI Call Summary on call recordings page

Coming Soon: A summary of the prior interaction is provided to frontline users for return callers.

Better than call notes - With AI Interaction Summary, the summary of the call is automatically generated, creating a timely and accurate account of the interaction saving the frontline user time and increasing accuracy.

Faster call answering - Completing call notes can take 5 to 10 minutes depending on the length and complexity of a customer interaction. AI Interaction Summary creates the summary of the interaction instantly so frontline users can move on to assist the next caller.

Better coaching and training - Accurate, timely, and summarized call notes from AI Interaction Summary allow supervisors more time for coaching without needing to sift through long call recordings or call transcriptions.

Happier customers – Caller experience improves when frontlines users already know what was discussed the last time they called. A summary of the last interaction is presented to the frontline user along with the incoming call to help them engage deeper with the customer and solve their issue quicker.

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